Chapter 6 Nash SlideShare

1. Chapter Six
Recognize and Deal with
Customer Turnoffs

2. Customer Service, 5e
Paul R. Timm 2
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Everyone has pet peeves about the way they are
served, or not served…
But how do you prevent a decrease in product or
service loyalty, not just defection
Often these little annoyances have a cumulative
effect, making a dissatisfied customer or,
minimally, an indifferent one.

3. Customer Service, 5e
Paul R. Timm 3
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
What is the problem with the Way It Is (pg. 86)….
1st assistant: Unsympathetic, mechanical, nonessential information
2nd assistant: Sympathetic, check up call, apologized
Tow truck driver: labeled, apologized explained, quick knowledgible

4. Customer Service, 5e
Paul R. Timm 4
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
What is the poorest experience you have had?
What is the best experience you have had?

5. Customer Service, 5e
Paul R. Timm 5
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Typical pet peeves include:
Being ignored Waiting too long
Poor quality work Dirty restaurants
High-pressure sales Unknoweldgeable
employees
Condescending
employees
Out-of-stock sale
items
Prices unmarked on
merchandise
Deep telephone
menus
List your top 6:

6. Customer Service, 5e
Paul R. Timm 6
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
 Reducing turnoffs can be the best form of
advertisement.
 Customers whose problems are addressed
by a company are actually more likely to
do repeat business than customers who
have never had a problem.

7. Customer Service, 5e
Paul R. Timm 7
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Customer turnoffs fit into three
areas:
 Value problems-poor guarantee, poor
quality, high prices
 Systems problems-slow, dirty, low selection,
bad layout
 People problems-lack of courtesy,
knowledge, and good ap

8. Customer Service, 5e
Paul R. Timm 8
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Value proposition is the apparent quality of
a product or service relative to its cost to
the customer (utility).
Company leaders are the only ones with the
power and authority to make changes to the
value of a product or service….
but where does demand come from?

9. Customer Service, 5e
Paul R. Timm 9
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
“Systems” refers to anything involved with
getting the product or service to the
customer. (The processes).
Company managers are best suited to solve
problems with process systems within a
company. Careful design and extensive
training improve systems.

10. Customer Service, 5e
Paul R. Timm 10
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Typical systems turnoffs include:
Procedures for
pickup & follow up.
Display clarity.
Policies for
guarantees and
product return.
Technology.
Billing.
Training, staffing.
Records access.
Staffing & shift
changes.
Locations, layout,
parking, phones.
Facilities. Systematic actions.

11. Customer Service, 5e
Paul R. Timm 11
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
People problems are communication
problems…(aaaand sometimes people problems
are problems of the people you serve).
Often employees communicate poorly by their
incomplete words, reactions, nonverbal actions
and lack of interpersonal skills.

12. Customer Service, 5e
Paul R. Timm 12
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Service recovery
6 tips from Australian sales
https://www.youtube.com/watch?v=LM-
HPvs5I08
 Seeks to win back customer who had bad experience
 Attempts may build stronger loyalty

13. Customer Service, 5e
Paul R. Timm 13
© 2011, 2008, 2005, 2001 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.
Regularly identifying and working to reduce
possible customer, system, and value turnoffs
can provide a basis for building customer
loyalty (pg. 93).
Attack: Dissatisfied, unmotivated, and
customer turnoffs . Yet positive emotion and
friendliness (pg. 95 & 96) won’t win or retain
all over.